AI and Communities

(Richard Millington) #1

You’ve probably read the same case studies as me about the 'industry that didn’t adapt (or change)’. Trains, the ice trade, tour operators, postmen, music etc…you can take your pick, the pattern was the same.

First, they ignored the trend, then they fought the trend, then they were destroyed by the trend.

Did you ever think reading these stories “that won’t happen to me, I’m too smart!”.

This morning is the time to test that assumption.

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(Piotr Malzycki) #2

This is a really hot topic. I share my point of view from support community perspective. Many companies invest money to explore a new area. They talk about automatization, cost reduction and many more. It could be something very helpful in many cases even if we talk about existing communities. Starting from seekers needs the most important is to solve the problem nothing more. This is a basic and there is a lot of space to do that in right way. Some people affraid AI, some fascinate them. I see opportunities to use a AI on Community on the other hand it’s hard to predict other people (super users) reaction. I have seen one example on autodesk somekind of simple use case but we are talking about something bigger as i undestood.
It will change all about conversation customer vs company,community it’only a part of :slight_smile:

(joitske) #3

What I think is that it is hard to apply AI to one community but there will be AI applications developed for community support. Think about topic analysis or sentiment analysis or AI making summaries.

(Nick Emmett) #4

This is so important to be on top of these kinds of trends. If you’re not thinking about how to use AI now then you’re already risking missing the bus. What’s your platform vendor doing in this space? I’m just starting to explore a little in testing around what Salesforce offers here. It’s exciting.